.Responsible and accountable for customer quality issues. This position serves as the link between Technical, Sales, Customer Service & Manufacturing Operations; acting as a leader in Root Cause Analysis, ensuring timely response in an effective manner.Single point of contact for all types of customer complaints and claims.Position DescriptionCustomer Line Issues Traceability: Facilitating and driving satisfactory resolution of customer line issues ensuring all such items are correctly registered and tracked into the Non Conformity tracking application (CAIR or ETQ).Resolve-Discipline: Efficient, continuous, and precise internal processing of customer complaints/claims.Root Cause Analysis (RCA): Expert in problem solving and assists work teams in different areas (manufacturing, process engineering, technical laboratory, warehouses, planning, etc.) acting as facilitator for external and internal nonconformities, ensuring identification of root cause and implementation of robust permanent corrective and preventive actions (avoid repeats).Critical Thinking: Bring powerful critical thinking in the analysis process.Visibility of the Claims Fulfilment Process: Maintain the Quality Standard of PPG Industries and promote the understanding of the Customer Quality Goals throughout the organization.Customer Relationships: Establishes working relationships with customers and provides accurate, appropriate, and timely solutions to customer problems or requests.Management of Customer Expectations: Working closely with the Account Manager(s) to ensure Customer(s) specific requirements are understood and fully deployed within the organization by conducting regular internal auditing. Generate plans and strategies to reduce the main gaps that affect customer satisfaction.Communication: Ensure clear and effective communication with key customer players as a customer-focused strategy and customer intimacy, maintaining a direct communication channel for a response plan to customers and internal stakeholders. Keeps Customers/TSSR briefed on issue progress and planned next steps to reduce further escalation.Voice of Customer in Solving Problems: Ensure continuous monitoring of customer satisfaction using the VOC tool as well as the development of strategies and action plans to improve the indicator.Continuous Improvement: Lead and/or support quality improvement activities to reduce the customer complaint rate to meet customer satisfaction in terms of product quality and delivery.Quality Management System: Improvement of the overall Quality of the whole company, production process, and risk management. Update quality documents (FMEA, Control Plan, etc.) based on the results of the RCA.Lesson Learned: Share the lessons learned because of the RCA.Customer Portals: Respond to non-conformities through customer portals in conjunction with the Coordination of Quality Management Systems, according to customer-specific times and formats